Adams-Columbia Electric Cooperative

In response to complaint #[redacted], member Jo [redacted].  Adams-Columbia Electric Cooperative has not received any documentation indicating this member has filed bankruptcy. Though Ms. [redacted] has made payments there is still a balance in arrears.  Adams-Columbia Electric will make an...

arrangement with a member if they are arrangement eligible.  Members are arrangement eligible unless they have broken an arrangement within the last 12 months, which is the case with Ms. [redacted]. If a member is arrangement ineligible the full arrears balance must be paid on or prior to the date indicated on the disconnect notice or service will be terminated. Regards, Mindy [redacted]

Regarding complaint #[redacted], additional details follow.  Please note that Adams-Columbia Electric Cooperative (ACEC) takes exception to the libelous assertions of dishonesty.    Per Mr. [redacted]’s conversation with an ACEC Customer Service Representative, his deferred payment arrangement was set up on the dates he requested and dollar amounts he specified for his balance owing of $614.55.  Those terms, and the payments made toward those terms follow:  Date Due          Amount Due                         Amount PaidApril 13, 2015 - $ 100.00                 $100.00 Paid April 13, 2015April 17, 2015 - $100.00                  $200.00 Paid April 17, 2015May 1, 2015 - $100.00                     Paid with previous payment on April 17, 2015May 15, 2015 - $314.55                   Unpaid resulting in disconnection of service The terms of the deferred payment arrangement were not kept, thereby service was disconnected.   ACEC does indeed use an after- hours service to dispatch crews and process payments from the hours of 4:30 p.m. to 8:00 a.m., Monday through Friday, weekends, and holidays.  An ACEC employee was dispatched to reconnect service, not a third party contractor.  ACEC uses a hosted, secure website service to provide members the opportunity to view a summary of their account details, and make single transaction payments.  As a convenience feature, users can choose to have credit card information retained on the payment site, so it doesn’t have to be typed in each time a payment is made.  That retention of credit card information is unique to that payment website and host, and does not carry over to ACEC stored customer data. To provide the most efficient and secure means of processing payments outside of regular business hours, the afterhours service accesses the same website and information as the member would.  They do not have access to ACEC’s internal customer information system.  If they process a payment on the member’s behalf, it is handled through this website.  If the option has been chosen to store the credit card information on this payment site, the credit card information is populated only during the payment process, the same as if the member was making payment themselves.  This is why Mr. [redacted] was asked if he wanted to use the same credit card. A review of the calls surrounding this matter clearly indicate that Mr. [redacted] was explicitly informed he could not set up automatic payments on a deferred payment arrangement, and that he indicated he would phone the payments in.       ACEC considers this matter completely resolved.    Regards, [redacted]Manager- Member ServicesADAMS-COLUMBIA ELECTRIC COOPERATIVE###-###-####, Ext 201m[redacted]@acecwi.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not consider this resolved. [redacted] has contradicted herself in saying they do not have my card on file and then stating that she does. Furthermore, I followed my payment arraignments, it was disconnected early to a residence that had medical equipment to support a child. AEC was made aware of this several times. I had no problem making payments or paying the entire balance. They pushed the payments. $230 was also charged on top of the bill before they would reconnect. I would like this credited back to me. Each message [redacted] sends back goes to prove my position. They had my phone number, credit card information and an agreed upon payment plan. If they had looked at the account they would have seen I was exceeding it and it's possible that there was a misunderstanding on their part. Instead of a notice of any kind, they did not. It's absolute negligence on their part. Please also note again that they also hold a deposit on my account on top of everything else. If this doesn't get resolved I feel my only option is to bring this into the courts and seek damages against [redacted] personally for gross negligence and AEC. I recorded the calls and advised of such. I've tried to resolve this, but unfortunately AEC does not believe they did anything wrong, nor have even offered an apology for the inconvenience their actions caused. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business is not being honest at all. They use a 3rd party company after hours and none of the information they stated was accurate. Further more, my 2nd payment was not $100.00, it was more. The payment due date was not the 5/15 either. The driver did not stay on the black top either, again, this is a third party contractor. They also charged me $230.00 to reconnect, which I should not have been charged because I followed the terms of the agreement. They also do have my card on file. When they ask for payment, first thing they say would you like to pay with your card ending in xxxx?  It would be nice if they could show a little honesty. All calls are recorded they quote, it's obvious the ACE rep that responded to this didn't listen to the calls, or does not know her own companies practices. 
Regards,
[redacted]

Review: I lost my job 3 years ago and we were late paying our bill due to me being in the hospital. They came and disconnected our service and I had to give them a deposit of $700 to reinstate it. We have been making our payment but got behind this winter. I called them to apply the deposit to the bill and they said they could not do that. They were unhelpful with set up payment arrangements for the past due. I had to give them the dates I would be making payments and if I don't on those dates my service would be disconnected. I am trying to pay my bills but it is hard. I do have a new job but I have a huge loss of income and my husband is self employed and we don't have a firm date ever when he will gets checks. My biggest complaint is in order to get the deposit back you have to make 12 months payments on time one day late and it starts over again. I do not see how any business can keep a deposit for all this time and under those conditions. They act as though they never get paid their money. Under those conditions my service should never be interrupted and if it is they should have to pay me for my time without service.Desired Settlement: I want my deposit back or applied to my account.

Business

Response:

In response to the complaint # [redacted], filed 3/19/2014, the electric service of this member (customer) was disconnected for arrears on April 27, 2010. As a condition of service reinstatement, a security deposit in the amount of $460 was collected. That deposit continues to be held by the cooperative in the name of the account holder.

The purpose of a security deposit is to help minimize the risk that poor or sporadic payers place on other cooperative members. Once a deposit is collected, it is held until a favorable credit history is established with the cooperative. A favorable credit history can be established by the member making twelve (12) consecutive, on-time payments.

In the matter of this account, a payment was made in November, 2013, with no subsequent payments made until a DPA (deferred payment agreement) was made on March 19, 2014. At that time, the amount owed the cooperative was $790.89, well exceeding the deposit held. Similarly, this account has not been current since June, 2013. That is nine (9) consecutive months of past due bills remaining on the account.

Additional details include balances exceeding $600 in each of three months, August through October, 2013. The balance on this account exceeded $865 in 2011, with only one payment being made between April and August. The August payment was finally collected in the field when our employee arrived at this member’s property, to again disconnect service.

Addressing the purported difficulty in establishing the DPA, we do require specific dates and dollar amounts to be established by the member for forthcoming payments. A promise of paying “when they can” or “when it works out” is neither satisfactory nor traceable. Keep in mind that when a DPA is set up, it is for amounts that are already past due, and often substantially, so this is a “second chance” process. With that, there needs to be a defined plan put in place to bring an account up to date.

We would be most pleased to be able to return the deposit being held on this account, because it would mean we were being paid on a regular basis and on time. Whether or not the conditions are met for having their deposit returned will rest entirely with the persons leveling this complaint, as it is under only their control.

Regards,

I HAD A SIGNED AGREEMENT with this company,that I was to pay them in weekly
amounts about 50.00 till the final payment. My last payment was short even though
I was there to make all payments on time. Because I was about 30.00 short and I
didnot realize this was a final payment,my electric was turned off. To turn it back on
it cost me 1,094. So for a 30.00 underpayment and the manager would do nothing
to reduce this amount of$1094.00. Yes I made the mistake not paying the whole final
bill.If the person waiting on me would have let me know that this must be payed or I loose my service, I would have completed the payment without problem.

Review: I sublet my home during the winter months. I let Adams Electric know of this, but they never put the bill in my sublets name. Each time, I am faced with paying it. I called ACE about a month ago after I returned and found my sublet skipped out. Bills weren't paid and account was far past due. I called them and they would not give me access to the account. (This was after 4:30pm) I called back in the next morning and got help. The lady put my account back in my name. I said I could pay in full, but would prefer to do a payment plan as I'm pursuing collection efforts against my tenant, no problem she said, your final payment is due 5/24/15. I advised her that I had a son with medical issues and would be occupying the home until I called to discontinue service. This payment plan was broken up into 3 payments. The first two payments I paid over the amount due. I come home today, no power, no notice, no medical equipment. I call ACE thinking there is an outage. I was angry once I find out that I was disconnected for no payment. I have to verify my phone number before they let you speak with them. I never got a call! They have a deposit on my account of over $400 and they also have my card on file. I ask them why not charge my card as I've tried to set up auto pay and ace cannot make it work. (Master card seems to be the only card that works and I have it on file) I don't know they say, I'm after hours. We are customer service and can only take payments. So, what does it cost for me to get my service restored I ask and can it be restored tonight. $5xx.xx he says and it will possibly be turned on. I ask why so much as I've already paid 3/4 of the bill. He says $230 is after hours reconnect. After a long hold he came back on the line and said it would actually be $622.xx, other fees. He verified it would be on in an hour. Over an hour on the phone. He specifically states that I will be connected by 9pm(conversation was recorded and he was advised it was being so), but should be done in an hour. 9pm I call in. Reach a rep. I advise I need power to medical equipment, I was promised an hour and it's been well over that. I'm told we are after hours and they can have customer service call me in the morning or afternoon at the latest. Superviser states the same. She also stated she could take a payment, but advised one was not due. She stated that no guarantee was provided by her company, she is an out of service company and couldn't do anything to help me. At some point at night, my electric would be turned on so they could collect their fee. 9:56pm rolls around and a Chevy Colorado pulls up tearing up my lawn. Power on, off roads in my yard with lights on and there we go. All food in my refrigerater is spoiled, sick kid, torn up lawn and really embarrassed I listened to this company say they would do what they said. Filing this and seeking legal counsel.Desired Settlement: Company to follow laws and governing regulations in counties they operate in.

Business

Response:

In response to complaint #[redacted], the electric service of this member (customer) was disconnected 5/19/15 for not honoring a deferred payment arrangement on arrears, some of which dated back well into the previous year. The complaint states Mr. [redacted] called but was unable to gain access to his account. The only interaction during this timeframe we had with Mr. [redacted] was on 4/1/15; he called and requested his balance which was quoted to him as $614.55. We have no record of being contacted by Mr. [redacted] or a sublet to switch service into a sublet’s name. In such an instance, the sublet would have to contact the cooperative to take responsibility for the billing prior to any transfer of service. Electric service has been in Mr. [redacted]’s name since 4/11/13, allowing him full access to the account.There is no record of Mr. [redacted] enrolling in or contacting the cooperative to inquire about an auto-pay program, and the cooperative cannot store credit card information provided for a single transaction.On 4/13/15, Mr. [redacted] called and made a deferred payment arrangement and at that time paid $100.00. At that point, the previous payment made on this account was on 10/29/2014. The arrangement consisted of three payments due, with the first payment, $100.00 to be made 4/17/15, the second payment, $100.00 to be made 5/1/15, and the third payment, $314.55 to be paid 5/15/15. The payment due 5/15/15 was not received resulting in the service being disconnected.When payment arrangements are made it is explained over the phone and followed with a letter stating that if any of the promised payments are not made on the agreed upon date the member will be ineligible to make arrangements for 12 months and service will be disconnected without further notice. To reinstate service following disconnection for arrears the cooperative requires a service reconnection fee as well as all amounts owed for service already received, and possibly additional security deposit amounts.Mr. [redacted] paid the amount for reconnection at 6:29pm 5/19/15, and his service was restored at9:45 p.m. that same evening. During the reconnection process, the cooperative’s vehicle remained on the member’s circle, blacktop driveway at all times. Regards, [redacted]Manager- Member ServicesADAMS-COLUMBIA ELECTRIC COOPERATIVE###-###-####, Ext 201[redacted]

Consumer

Response:

Review: This past January, while my fiance was laid off, we couldn't afford LP to heat our house. We left to move in with a family member and unplugged our appliances and turned off our furnace. Our house was vacant for 3 months and we were staying an hour and a half away with family. We weren't able to get to the house to check mail, but I continued making regular payments to keep my account current. Recently, we started moving back to our property- first by moving our livestock back. I left on an overnight trip this week. When I returned last night, there was a notice on my door that ACEC had disconnected my electricity. They irresponsibly put me into a position of high liability if my livestock would have gotten out of their electrified fence and gotten hit by someone on the road. If someone were to hit a 1200lb horse or cow, it would most likely cause them great bodily harm or would kill them. Without me knowing my electricity was off, I would have no chance to do anything about my livestock. They said they had called me with an automated machine, but didn't have a correct phone number for me and didn't have a phone number for my fiance, who is also on the account and provided his phone number when we signed up. I called last night and was told it would cost over $900 to get my electricity reconnected. I called again this morning and the amount to reconnect, including the amount that was overdue, had changed. I was told the person I talked to last night didn't have access to my account, so I do not know how the company can give me false amounts on my bill. My house has been vacant for 3 months with electrical appliances unplugged- yet my bill during these months has been higher than other customers who were occupying their house. This is how I got the misconception that my bill was lower than it actually was. I explained to ACEC that I had been in a bad position- with my fiance laid off and having to live at a family member's house because we couldn't afford LP. I had continued to make regular payments and I am upset that ACEC did not give my account the personal attention to realize that my usage had changed due to the vacancy of my house and the number they were calling wasn't related to my name. Furthermore, they disconnected me and created a high risk situation for me personally because of my livestock. I have not purposely neglected my account- I have made regular payments. ACEC made no effort to help me with a payment plan or to troubleshoot why they couldn't contact me. They were given my fiance's contact information and had my email, but they used neither of these methods.Desired Settlement: To restore my electricity, I was told I needed to pay $900 or $800- I was quoted two prices by two different people at ACEC. My account on their website says that I owe $316.24. I attempted to pay this amount today via my credit card on the phone. I would like to pay this amount and have my service restored. ACEC says they want $300 paid ahead on my account, which I don't believe I should have to pay, since I have been making regular payments. They also say I owe $45 for their trip to my house and $200-$300 for a reconnection fee. I believe this is unfair pricing and that I shouldn't have to pay this because they didn't make a fair effort to contact me before shutting off the service. There is no way I am able to pay the amount they are requesting because that would be equal to my salary for two weeks. I still need the ability to protect myself from personal liability because I have livestock and I need to be able to have basic amenities so that I can keep my job and function as a member of society.

Business

Response:

In response to complaint # [redacted], filed 4/18/14, the electric service of this member (customer) was disconnected for arrears on 4/17/14.

The complaint states regular payments were made to keep the account current. While payments were indeed made, the account was not kept up to date. The payment amounts did not satisfy the amount owed on the account, so balances continued to fall further into arrears. As example, the December bill was $173.17 and a payment of $50.00 was made, allowing the remaining balance to fall past due. The account balance had reached $322.24 prior to a $50.00 payment being made, before it was ultimately disconnected for balances exceeding 60 days in arrears. Balances remain on this account ranging from 30 to more than 90 days past due.

Besides a bill being sent each month indicating the past due status of the account, a separate disconnect notice allowing for additional time to pay or make payment arrangements was also mailed weeks prior to any disconnect action being taken. Beyond all of the mailed notifications, an attempt was made to contact this member by phone, and an emailed disconnect notice was sent on March 24. Further yet, a notice (door hanger) was physically left at the property a full day in advance of service termination. It was only after the lack of response by this member to address their account that service was disconnected.

To reinstate service following disconnection for arrears, the cooperative requires a security deposit be placed on the account. The amount of deposit is based on the two highest consecutive bills of the previous twelve. A service reconnection fee is also required, along with all amounts owed for previously received service. These amounts were consistently quoted to this member when she called. The reconnect fee is higher outside normal business hours. So, when this member spoke to our after-hours dispatch center in the evening, the amount quoted to reconnect service that same night simply included an additional $40 overtime charge.

A final bill for this account generated on April 24. The cooperative expects full and timely payment for service already provided. If this member would choose to reconnect, it will occur only after the appropriate reconnect fee, deposit and all outstanding balances are paid.

Regards,

Manager – Member Services

Adams-Columbia Electric Cooperative

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have had my service disconnected with ACEC and I was not planning to reconnect. I planned to pay what I had owed for electricity and not use their service again. However, they sent me a letter stating that they were sending me to collections for $937.34 that we owed them with no explanation of what we were being charged for. They deleted my online account with them, so I had no way of accessing my account history anymore to look up the charges. I called and they said they'd send me a final bill and an explanation of charges. The final bill fails to mention what all is included in the billed charges- including the disconnection fee. It also appears as if I was charged late fees for the last couple of months on dates before the bill was actually due. I still do not understand their billing scheme. Furthermore, I have been making regular payments in order to pay off what I owe them. I got a phone call today (6/17) saying that my account would be sent to collections on 6/20 if the amount owed wasn't paid in full. I think this is absolutely ridiculous to send someone to collections when they are actively making payments on their bill that is due. I have had numerous rude encounters with customer service not wanting to honor the information provided on their website and then hanging up on me and refusing to offer any other solution than me paying unjustified security deposits. I have record that I once paid the bill that was due, disconnection fees, reconnection fees and deposit they requested. My online account said it was being reconnected, but they never honored their word. They came up with another deposit that I owed. I felt this was an arbitrary number, and that someone must be personally pocketing the money, since their online account records didn't match what their customer service representative was telling me.

ACEC is truly the WORST company I have ever dealt with in my life. I have been a customer of theirs for over 8 years. They are ruthless, rude and cutthroat people. I chose to send in a review as there will never be a resolution with these people.
Here is my story:
I have been a caregiver for my elderly mom who was a hospice patient for over 5 years. She passed away this Oct. At the same time I had issues with my furnace so unfortunately I needed to heat my house with electricity. I was doing well until I fell behind in march. I ended up being approximately $700 in the hole. I called them and set up a payment plan in April. They told me I would be making 3 payments (one a month). I told them at that time I had the money to also pay May's bill. The woman on the phone said I should just make it easier on myself and they would add it onto the financed amount. Then she said I wouldn't need to pay my bill until June 12. I got the arrangement in the mail. It appeared as such:
April 23: $364.45
May 23: $364.44
-----------Pay in full June 12
June 23: $364.44
The "Pay in full June 12" was written by hand with red ink. I took this as a correction they were making to the original document. On May 26 I was shocked to see a the ACEC truck pull up in my driveway. The guy gets out and with a big smile on his face and a cocky voice says "I'm here to shut off your power". I told him I had made arrangements with the office and then showed him the letter. Well, apparently I misunderstood the arrangement as what they wanted was a payment of $364.44 on May 23 and then my regular bill to be paid on June 12. Oh! I told him I was very sorry and I had misunderstood. He even said he understood how I could have misunderstood. He then told me I needed to give him $728.88 right then and now as I broke my arrangement otherwise he was shutting my power off. I had $500 in cash on me and had enough in my checking to write him a check for the remaining $228.88. He then tells me he will not accept cash or check. I can only do it with my debit card for the entire amount! I told him I can't because it will bounce. What I could do would be to send my fiancé immediately to the bank with the $500 to deposit. My bank is literally 8 minutes away. The man refused and was basically laughing at me. He even made the comment "Ha Ha.....at least I am lucky enough to have Alliant Energy!" WOW! So, you find this a joke? And you even agree that ACEC is a terrible company??? Well obviously you have no problem collecting a paycheck from them!
In the time he spent arguing with me, he could have just moved his truck so my fiancé could get out and put the money in the bank. He even had me talk to 2 different women in the office who were equally as cutthroat, unforgiving and all out rude. The guy disconnects me and took off.
Now, here is where this gets very complicated. We have a horse farm. It is over 80 deg and I have horses out there needing water. Now I also have no electric fence. At any moment I am going to have loose horses which could easily run onto the road and get hit potentially causing a very fatal accident! I told the man this as well as both office women and they all responded to me that that was not their problem!
My fiancé runs the cash to the bank. I immediately call the office to have it turned back on. They tell me it will get turned on when it is convenient for THEM! SERIOUSLY??? Do you not care that there could be a very serious accident???
I told the woman I am not arguing with her, this is an emergency for the safety of the animals and people on the road. Just take my payment to get this ball rolling. She then tells me I now need to pay her $ 1,877.48 IMMEDIATELY or they will not turn it back on!!!!! This includes my upcoming bill (which has not been billed out yet even), a reconnect fee of $190 PLUS a deposit of $770. Oh, and they hold this $770 until I make 12 consecutive payments and I cannot even be 1 day late or it starts over as month #1.
I have been their customer since 2008. Unfortunately they are only electric company that services my area. They do not care if it is the middle of winter and you had a newborn baby or an elderly person living with you......they will shut you off. I cannot understand how other companies have to abide by certain laws, but not them. Then I am FORCED to have them as my service provider. Look at how much money they take in escrow from these "deposits"! I hope they at least pay taxes on the interest. The service is terrible. There has been many times the power was down and it took them much longer than other companies I have dealt with to get it back on. Their customer service is absolutely horrendous. No customer "care". They are ruthless, rude and do not care at all about their customers. If you are looking to purchase a home and find out ACEC is the only service provider.....WALK AWAY! That would have been a deal breaker for me on buying this house in the first place if I had known all of this. I have never been treated this poorly by any company. It is too bad I cannot rate them as a -10.